100% Pass Your ITIL-4-CDS Exam Dumps at First Attempt with PassTestking [Q46-Q62]

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100% Pass Your ITIL-4-CDS Exam Dumps at First Attempt with PassTestking

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NEUE FRAGE 46
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks

Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright

Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets

NEUE FRAGE 47
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright

Centralize specialist skills into a single center of excellence to drive deep expertise

Minimize handover points by assigning end-to-end ownership to existing departments

Strengthen hierarchical governance to enforce stringent SLAs between teams

NEUE FRAGE 48
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

Deployment management plays an important role only in creation of new services developed within the organization

Deployment management plays an important role in any value stream requiring transition of service components to production environment

Deployment management does not play any role in the incident resolution value stream

NEUE FRAGE 49
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

Unit

Integration

System

Acceptance

NEUE FRAGE 50
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

Knowledge of how to log incidents and service requests

Commitment to continual improvement

Experience of financial management

Technical knowledge of the supported products

NEUE FRAGE 51
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization’s current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

Increase the total number of employees focusing on new hires with expertise in emerging technologies

Invest in targeted training programmes for existing staff in relevant emerging technologies

Outsource the development of new technology segments to specialized vendors

Restructure the organization to create specialized departments for emerging technologies

NEUE FRAGE 52
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership’s concern?

Determine where work is sitting in queues

Introduce additional sources of demand

Compare the map to actual activities

Automate repeatable work activities

NEUE FRAGE 53
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Avoid transferring incidents to an external supplier as long as possible

Ensure that solutions provided by suppliers are captured and shared in the support team

Ensure that errors in the software that caused incidents are fixed

Ensure that solutions provided by the supplier are tested

NEUE FRAGE 54
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

NEUE FRAGE 55
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

Start where you are

Collaborate and promote visibilityright

Keep it simple and practical

Think and work holisticallyright

Focus on value

NEUE FRAGE 56
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

Continual improvement practice

Workforce and talent management practiceright

Service desk practice

Organizational change management practice

NEUE FRAGE 57
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

Recruit additional operations staff

Improve operations team training

Renegotiate service level targets

Improve filtering of operations data

NEUE FRAGE 58
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

Create a standard change model for development changes and initiate as a service request

Increase the size of development changes to make them easier to handle and increase success

Create a change model for development changes that includes the use of safe-to-fail testing

Initiate development changes as emergency changes so that errors can be identified quickly

NEUE FRAGE 59
In which circumstances should an organization buy, rather than build, software?

The software is widely available and its features are standardized across most organizations

The organization is part of a regulated industry and has a strong focus on internal policies

The requirements of the organization are frequently changing because of rapid expansion

The consumers of the software have many and varied customization requirements

NEUE FRAGE 60
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

Release management

Monitoring and event management

Problem management

Service desk

NEUE FRAGE 61
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

Create one value stream for every lifecycle phase of support requests

Create one value stream for the entire set of support activities

Create one value stream for each support team

Create separate value streams for practices, people, tools and suppliers

NEUE FRAGE 62
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

Matrix

Functional

Divisional

Flat